Speak with a contact center expert. We’ll help you break through your call center challenges. Click to call 844-324-5427.
We meet and exceed SLAs. GCS has maintained the COVID Hotline for 68,000 MTA New York City Transit employees throughout the pandemic. Each and every month, GCS has exceeded all service level agreements including average speed of answer and customer satisfaction. It’s called a Hotline for a reason. Our average hold time is 13 seconds.
In March, “social distancing” was mandated in our client’s building. Our 700+ employees had to move from 400 shared workstations to a new Remote Agent model. In less than three weeks, GCS mobilized its workforce to have 75% of our associates work from home while maintaining remarkable customer satisfaction. How about Employee satisfaction? Our associates save two hours a DAY in commuting time!
The costs associated with the facility, equipment, technology, and agents for an in-house contact center are significant. GCS reduces the cost of your business processes with our scale and our process expertise. Save 20% with our variable cost model.
Unemployment claims increased by millions in April, and our process expertise helped meet the contact center demand surge. The Department of Labor entrusted GCS to support claims processing in New York state. In three months, GCS assisted in processing over 700,000 claims. That’s $420,000.00 into the economy every week!
Scale from 30 to 300 full time equivalent
employees in no time flat.
We create variable costs for you with a deep bench of full and part time experts.
Daily feedback system for real time message adjustments.
A flat organizational chart means lightning fast implementation for you.
We literally wrote the book on soft skills and customer service, with a world-famous soft skills training program.